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One of the recent buzzwords in CRM and Communication world is Communication Enabled Business Processes (CEBP). Leading analysts define CEBPs as business systems that are able to directly integrate with communication systems or networks.

CEBP systems are essentially used to support interpersonal and person-to system interactions with the key features being Contextual Presence, Flexible Media Blending, and Intelligent Notifications.

Some of the recent projections for CEBP are as follows:

  • Most of the businesses that have deployed Communication-Enabled Business Processes will obtain significant competitive and revenue differentiation because of it.
  • Some business processes that have been communication-enabled will experience up to 50% efficiency improvement.

All current  projections indicate a growing momentum behind Communication-Enabled Business Processes, both with vendors and with businesses.

In simple terms, your interaction center setup normally relies on the ability of call center agents to solve customer critical issues in a timely and efficient manner. However, this does not factor in the importance of expertise and knowledge required to achieve the same.

With CEBP, all your employees will be able to use VoIP, presence, and other related tools to find subject-matter experts within the organization, irrespective of whether they are a part of the interaction center or not and route calls to them directly, thereby solving a customer’s problem immediately and satisfactorily. The icing on the cake is the ability to route the business transactions/processes to subject matter experts so that the issues get handled in real-time. In general, CEBP enable organizations to provide better customer service and improved performance.

One of the basic building blocks for implementing CEBP at your organization would be Communication Management software that is IP based for ex. SAP Business Communication Management. With SAP Business Communication Management, SAP provides an integrated, all-software based solution that ties together all communication channels and all customer-facing interactions into a single, flexible, and adaptable environment. By bringing these disparate channels and systems together into a single software-based solution, companies can implement Communication-Enabled Business Processes that bring the benefits we’ve been discussing: improved service to customers, improved internal performance, and reduced system TCO.

SAP CRM 7.0 as a part of Communication Enabled business processes offers

  • Presence Information in Partner Views: This feature enables users to quickly locate and communicate with subject matter experts, managers, or supervisors. The presence status of users who are assigned to communication-enabled business roles is displayed in the dial pad and in all assignment blocks on the CRM WebClient UI related to business partners
  • Communication Enablement for All CRM Roles: This ensures the availability of Communication Management Software functions into any of the CRM business roles, not necessarily interaction center.
  • Business Process Push: Using this, one can expose business processes to external routers for distribution. The dispatch process can be centrally managed and controlled; most importantly it can be based on the real time availability of particular personnel.

To get a practical insight into the functionality available in SAP CRM 7.0 for CEBP, you can also check the below video demos:

SAP CRM 7.0 – Communication Enabled Business Processes with SAP CRM

SAP CRM 7.0 – Call Transfer in CEBP

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7 Comments

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  1. Stefan K├╝bler
    Hi Pavithra,
    does your (interesting!) CEBP-process only work with SAP BCM or also in other IP-based CTI scenarios. For example Cisco ICM connected to SAP CRM via SAPs Integrated Communication Interface (ICI)?
    Regards Stefan
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  2. Vonda Davis
    I am looking for a document or whitepaper on the Business Process Push functionality now available in CRM 7.0.  Can you help with this request?
    (0) 
    1. Pavithra N Post author
      Hi Vonda,

      You should be able to find the details in the detailed view presentation of “Communication enabled business processes with SAP CRM 7.0” available to SAP Public. IF you are unable to find this, please write me an email.

      Thanks,
      Pavithra

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  3. Birlabose Sivanesan
    Hi!

    This is very useful document. Having a requirement on this capability at this moment, I have few questions and raised in the forums. I just copied here to get more clarity from you.

    * When the transaction is pushed to the Communication management software, what is the content will go to CMS? I mean, is it a complete transactional object will go or only the transaction id id or a thread will go

    * Does all transaction is supported by CEBP

    * When archive link is used to get the letters and fax, can we use any document type or any restriction is there

    * Does web service config is a pre requisit for the archive link scenario

    * When we push the letters and fax, do wesend the complete object to CMS or the thread only.

    * When we want to push the letters or transaction to IC agents, what is the impact on CMS_Role. What is the impact on industry specific IC Agents Business role.

    The clarification on the above question will help me lot in my current project. if you need more clarity on any questions, please let me know.

    Thanks & Regards

    Birlabose Sivanesan

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    1. Pavithra N Post author
      Hi Birlabose,

      Thanks very much for your interest in the CEBP area. Below are some answers that you might find useful. Please feel free to get back in case of more questions.

      * The ID of the business process and a parameter that specifies the type of business process are transferred to the external router or CMS. In addition, for each business transaction and case, you can define a set of additional parameters to represent, for example, status and priority

      * The following business processes can be pushed:
      •     Business transactions, such as SAP CRM sales and service orders and SAP ERP sales orders
      •     Case management cases
      •     Faxes and letters received through SAPconnect or the ArchiveLink scenario

      * Faxes or letters received through SAPconnect or the ArchiveLink scenario are pushed to IC agents based on their real-time availability. The number at which the fax has arrived is the indicator for pushing the fax instead of determining an employee or group responsible using the SAP Business Workflow.

      * There is no impact as such on CMS roles – the object will appear in the communication area, and on accepting this, the details will be displayed and later can continue processing the same.

      Best Regards,
      Pavithra

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  4. R. Stoffels

    Hi,

    Thanks for the video’s. There are informative.

    But I do have a question about the presence of the Agent. We are user CRM 7.0 Ehp 1 in combination with G-plus adaptor. In CRM, I have configured that the presence of Agents should be visible. Only I can’t see it in the WebUI.

    What steps needs to be done, before we can see it? Or does we need to make a setting in the G-Plus adaptor (stat server”?)

    Thanks in advance,

    Martin

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